Open Positions at DHL

Key responsibilities

New Customer Onboarding

• Responsible to support pre-sales preparation. Support FSEs to prepare standard customer proposals, QBRs and other customer reports
• Support in after sales set up and implementation
• Preparation of Welcome Pack & Welcome Letter & Key Contact list when onboarding customers
• Ensure client implementation with FSE using Implement Agreement Checklist
• Ensure implementation of all new e-commerce tools for new customers in order to guarantee a successful roll out. This includes managing the promotion of the product and customer training where applicable
• Maintain and, where applicable, update all e-com tools according to both the customer and DHL’s changing requirements in order to reduce problems such as data failures, DHL costs and increase customer satisfaction

Customer Support in Usage of DHL

• Handle pricing enquiries
• Handle spot rate requests
• Handle processing of heavyweight quotes
• Clarify details with regards to DHL transportation procedures, products / service when required to maximise benefits for both the customer and DHL
• Respond to sales queries and requests in a timely and efficient manner
• Assist the customer in understanding the pricing and invoicing specifics of DHL
• Educate customers on shipping, writing pro-forma invoice & AWB, customs regulations, DHL product offerings, campaigns
• Support in pre-sales preparation, including but not limited to proposals, QBR desks, presentations, customers reports, RFQ, etc.

Sales Support

• Assist Sales by being responsive, proactive and helping them to navigate through the DHL department where necessary
• Handle credit requests
• Preparation of Customer Reports (OPMC, QBR)
• Works with internal functions to find solutions for specific sales / customer needs

Effective Communication & Organisational Awareness

• Develop relationships of trust and mutual respect with sales and other functions that foster open and constant communication
• Regularly interact with internal departments and understand operating standards, procedures and service levels
• Prioritise workload and keep track of on-going and completed activities. Inform relevant functions of required actions and accept ownership when required until a satisfactory resolution is achieved in order to maintain and improve customer satisfaction

Minimum Requirements

Qualifications and Experience

• Matric / Grade 12 / Equivalent
• Excellent PC literacy
• Minimum of 2 years in a similar customer support role
• Valid driver’s license
• Knowledge / experience in DHL products and solutions
• Knowledge / experience in DHL Sales Process & tools
• Knowledge and understanding of local area conditions and needs

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Key Responsibilities

• The RP:FO is responsible for safe flight and ground operations, in particular 
• Control of operations and operational standards of all aircraft operated.
• Identification of operations coordination functions which impact on operational control (e.g. maintenance, crew scheduling, load control, equipment scheduling).
• Supervision, organisation, manning and efficiency of the following – Flight operations; Crew scheduling and rostering; and Training programmes.
• Timely resolution of safety issues in co-operation with the RP:ASQA.
• The contents of the DHL Aviation Operations Manual.
• Supervision of and the production and amendment of the DHL Aviation Operations Manual.
•  Liaison with the regulatory authority on all matters concerning flight operations, including any variations to the AOCs of DHL AVIATION.
•  Liaison with any external agencies which may affect the operations of DHL AVIATION.
•  Ensuring that the operations of DHL AVIATION are conducted in accordance with current regulations, standards and the operator’s policy.
•  Ensuring that crew scheduling complies with flight and duty time regulations and that all crew members are kept informed of any changes to the regulations and standards.
•  Receipt and actioning of any aeronautical information affecting the safety of flight.
• Dissemination of aircraft safety information, both internal and external, in conjunction with the QSMS.
• The monitoring of qualifications of flight crew members.
• The maintenance of a current operations library.
• Developing SOP’s for inclusion in the Operations Manual.
• Developing and/or implementing all required approved training programmes for the flight crew as outlines in Part 4 of the Operations Manual.
• Issuing directives and notices to the flight crew as required.
• Establishing the operational suitability and requirements of all aerodromes and routes served by DHL Aviation.
•  Processing and actioning of any flight crew reports
•  Maintaining flight crew training records.
•  Supervising flight crew.
•  Liaison with Operators, Regulators and ATO’s.

Minimum Requirements Education

• SACAA CPL (Minimum)
• 1000 hours Total Time
• F406 Type rating and current on the F406 aircraft
• 300 hours Multi engine PIC
• 200 hours on the F406
• Current on DG, CRM, SEPT and AVSEC
• Previous experience in Flight Operations and/or as a Flight Instructor will be a definite advantage

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Key Responsibilities

• Drives the First Choice training program for the region and mentors others on using First Choice tools for experts (i.e. DMAIC)
• Promote and champion the regular use of First Choice tools/methodology (PD, Gemba, 5S, ImpAct, DMAIC) throughout the SSA region
• Encourage theuse of feedback from VOICE within all countries in SSA including callback effectiveness, customer feedback collection and analysis, and identification of areas of improvement.
• Develop and lead tools / campaigns that facilitate the drive of acting on customer feedback at a regional and country level. These campaigns should also be directed at keeping all frontline employees engaged in the See It – Sort It – Fix It improvement cycle
• Ensure that the countries have a good mix of champions / advisors and senior advisors (as appropriate)
• Steer FC communication across the organization to drive awareness and best practice sharing
• Drive the development of in-country FC leads through influence, developmental feedback, and training
• Develop quality procedures, strategies, standards, and specifications that target the improvement of customer interactions and overall business results
• Develop and direct country‘s compliance effort to regional quality governance model including but not limited to FC in-country set-up, country reviews, progress, and impact monitoring
• Mentors others on measuring and assessing the effectiveness of project management methodology and deliverables

Minimum Requirements

Education / Experience

• Bachelor’s Degree in Business Administration or related field of study
• Degree in Industrial Engineering
• Minimum 10 years of experience leading a quality assurance, customer experience or change management function. Preferred minimum of 10 years experience leading First Choice in country
• DPDHL Senior Advisor Gold certification or Lean Six Sigma Master Black Belt certification